Hospitality after COVID Guide. Introduction.

Our industry is edging ever closer to re-opening and in these unprecedented times, the guest experience has never been more important.

The public has lost its trust in going out, as Will Beckett put it in his interview for Big Hospitality, "restaurants have become a public health risk". When things do re-open the businesses that can build trust again with their customers will be the ones that do best. 

Trust comes from feeling relaxed, feeling comfortable and ultimately feeling safe. According to Professor Paul J Zac, who literally wrote the book on trust, the main hormone involved in building trust is oxytocin. What inhibits the production of oxytocin...stress, anxiety and fear. 

Guest experience has never been more important.

At Hop, our belief is that Hospitality is all about how you make people feel. If you can’t make your team and guests feel relaxed you can’t build trust. The Hospitality you provide to your teams and your guests over the next few months could define your business for years to come. In short, how your team and your guests feel has never been more important. 

Yes, in the short term reopening is a daunting step into the unknown but in the longterm, there's huge opportunity to build deeper, more meaningful and more loyal relationships with your team and guests.

Over the next few weeks, we'll be updating this blog with everything you’ll need to boost your trust factor post Corona.